Reassign chats back to queue - Agent workspace

[Ruchi Kumari1]

Hi,

I am working on a requirement where chats need to be transferred back to the queue when there's technical or VDI issues occuring on the currently assigned service desk agent’s end.

As the assignment is controlled by defining the queues and capacity at AWA end, Is this is feasible ? or any workaround? 

[Dr Atul G- LNG]

Hi @Ruchi Kumari1 

No, based on my experience with the latest VA implementation, once a chat comes in requesting a live agent, you can only transfer it, and the agent needs to accept it. If it is not accepted in time, the user will get a ‘No live agent available’ message.

[Ruchi Kumari1]

Hi @Dr Atul G- LNG , True, based on my experience as well, i am aware if a request gets assigned to some agent, it cannot be re-routed/moved back to queue.

In my actual use case, there's a post chat survey/feedback that gets triggered once a chat is ended. But sometimes, due to technical issues which is beyond the agent's control, the chat gets ended abruptly and the feedback is affected. So i was wondering if we have a solution/workaround for this.

[Dr Atul G- LNG]

Hi @Ruchi Kumari1 

Your use case is valid, but in that situation the agent must call the user as soon as possible and get connected again. When a chat ends, it means the record is closed, so there is no way to transfer it again — the lifecycle has already ended